Would Sephora really ban customers who spend thousands of dollars every year with them? Last year, frequent customers say they had their ability to place online orders taken away for buying too much stuff. This year, frequent customers report having their accounts shut down or their ability to place orders restricted. Funny thing though: all of these customers have e-mail addresses based in China, or Chinese surnames.
This must be one of those definitions of “funny” that don’t actually involve laughter.
Why would Sephora cut off any customers, let alone Asian customers, right now? This week, there’s a 20% off sale for Sephora customers who spend more than $350 per year, which is a fabulous time to go shopping and boost your profit margin if you’re a reseller. The question for Sephora is this: how can they tell the difference between someone who is reselling and someone who just reapplies eyeshadow a lot?
Angry customers claim that in the last day or so, Sephora has been using geographic and ethnic profiling. In addition, customers who use e-mail providers based in China like qq.com or 163.com say that their orders have been canceled and their accounts deactivated.
[I]n some instances we have, indeed, de-activated accounts due to reselling a pervasive issue throughout the industry and the world. As part of our ongoing commitment to protecting our clients and our brands, we have identified certain entities who take advantage of promotional opportunities to purchase products in large volume on our website and re-sell them through other channels. After careful consideration, we have deactivated these accounts in order to optimize product availability for the majority of our clients, as well as ensure that consumers are not subject to increased prices or products that are not being handled or stored properly.
You can probably imagine what reddit thinks of this.